GBS Service Delivery Manager
TNT Corporate
2 dagen geleden


Objective / Purpose of the Job :

Global Business Service s is a global function responsible for managing shared services globally.

For the Delivery team we are looking for ( finance) professionals with relevant (BPO) experience in Record to Report, Purchase to Pay , Ship to Collect or Logistics

Service Delivery Managers are responsible for managing the delivery of services in scope of our relationship with a BPO provider, transition of more scope and Service improvement projects.

The SDM plays a vital role in creating long-term healthy BPO provider - customer relationships, acting as the bridge between the country organization and the operational delivery teams from the BPO provider.

The key responsibility of the SDM is full adherence to the governance model across all areas of the services including service management, incident and change management, continuous service improvement and customer (retained country) satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Key Activities / Accountabilities :

  • Building a personal relationship with key country staff for a specific (geographic) region and with the Global Process Owners / Process Excellence teams of the different service Areas
  • Successful service delivery - SLA achievement and high level of customer satisfaction
  • Monitoring performance of BPO provided services
  • Good communication around issues and opportunities get things done, make things happen
  • Strong collaboration with IT functions for process and service improvements, to ensure TNT IT landscape is supporting the Outsourced Services in the best way
  • Service reporting and sponsoring service delivery meetings
  • Communicating across organizational boundaries from engineers through to senior managers
  • Looking out TNT long-term interests
  • Working with the country organizations and BPO operations teams to identify and manage service improvement activities
  • Ensure TNT IT landscape is supporting the Outsourced Services in the best way
  • Preferred profile

    Preferred Experience and Knowledge :

    Adverse Working Conditions :

  • Flexible working hours and travel required
  • Essential Educational and / or Training Qualifications & Certificates :

  • University degree (economics, business administration of finance)
  • Fluency in English is a requirement (verbal and in writing)
  • Preferred Experience and Knowledge :

  • Experience with outsourcing of processes (nice to have)
  • Necessary Technical / Functional Skills :

  • An excellent academic track record and business sense
  • High degree of financial skills
  • Strong analytical skills / logical mind
  • High level of communication skills (able to communicate / negotiate at senior level)
  • Presentation skills
  • Organisational, prioritisation, and time-management skills
  • Full familiarity with standard Microsoft Office programs (Word, PowerPoint) and expert knowledge of Excel (including macro’s pivot tables)
  • Required Behavioural Competencies :

  • Result oriented
  • People and Customer oriented
  • Ambition to grow
  • Independent
  • Comfortable in rapidly changing and highly demanding environment (flexible)
  • Creativity, independence, team spirit, high numerical aptitude, a sharp eye for quality, and flair.
  • Process improvement driven
  • What we offer

  • A challenging position in an international and dynamic working environment with development / career opportunities;
  • Independent position with responsibilities
  • Salary scale 31-33
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